The SAIC team shall support a government agency in developing and managing IT governance procedures; providing IT infrastructure and IT services required to manage and operate Government IT resources and business functions; operation and maintenance of IT systems, keeping IT systems viable with supported vendor releases and software updates; deployment of integrated information systems; and protection of critical infrastructure. Problem Manager participates in all COTS/ERP software development phases (requirements, analysis, design, develop, test) to support the software implementation of COTS/ERP solutions such as Oracle, SAP or PeopleSoft or other business systems. Adhering to the agreed upon software development methodology, the Business Solutions Engineer will collaborate with the Database Engineer and Enterprise Engineer to improve a client's business process through the use of data integration and process improvement by leveraging the product's standard software configuration and developing custom enhancements when necessary. Working within the software development framework, the Business Solutions Engineer will work closely with the client to provide guidance, functional and technical experience and will incorporate knowledge of a client's processes, to deliver scalable design specifications that will satisfy a client's business requirement. With the use of proven development standards and enterprise approved engineering methodologies, the Business Solutions Engineer develops the documented design and will test the solution to ensure software changes do not negatively impact the existing software environment. Problem Management identifies the root cause(s) of a problem and removes it permanently from the IT Infrastructure to improve service quality, minimize the impact, and reduce the costs of problems.
Bachelors and nine (9) years or more experience; Masters and seven (7) years or more experience; PhD or JD and four (4) years or more experience. 13+ years of experience in lieu of degree
Five years specialized experience in using an ITSM software solution
Minimum five years specialized experience in Incident Management and Problem Management
Experience with ServiceNow and WebEx
Experience with implementing ITIL standards
Experience writing reports for executive leadership